Account Quality Manager at Atos (2023-10 – Present)
Conducts quality audits and inspections, drives governance initiatives, ensures compliance with regulatory standards.
- Conducts quality audits and inspections to ensure adherence to Quality Assurance (QA) standards.
- Drives governance initiatives and implements internal and external process improvements.
- Ensures compliance with regulatory and operational standards, including ISO 9001, ISO 20000, and ISO 27001.
- Identifies opportunities for continuous improvement and implements effective, sustainable solutions.
DWP Service Delivery Management/Major Incident & Incident Manager/Vendor Manager at Atos (2019-04 – 2023-10)
Coordinated and managed high-priority incidents, collaborated with global suppliers, served as escalation point, supported incident management and IT projects.
- Coordinated and managed high-priority incidents (P1/P2) to ensure swift resolution.
- Collaborated with global suppliers, contractors, and third parties to meet resolution timelines and contractual obligations.
- Served as an escalation point to expedite incident resolution and ensure customer satisfaction.
- Supported Incident Management by identifying recurring issues and contributing to process improvement initiatives.
- Provided critical support during major incidents and high-impact events.
- Built strong alignment with ITIL processes, particularly with Problem and Change Management.
- Ensured full adherence to Incident Management processes and SLA compliance for high-priority instances.
- Provided backup support for On-Site/Remote Service Delivery Managers (SDMs) and Technical Service Managers (TSMs).
- Assisted with global procurement practices, and the standardization of workstation and IT peripherals.
- Supported various IT projects, including a global 1400+ user VOIP to MS Teams Migration and 120+ TB On Prem storage to Hybrid Cloud solution.
Help Desk Analyst II at Atos (2011-07 – 2019-04)
Provided technical support in call center environment, managed troubleshooting for hardware and software issues, trained new team members, supported EMR systems.
- Provided technical support in a call center environment, assisting hospital staff with a wide range of IT issues.
- Managed the troubleshooting process for hardware and software issues remotely and over the phone.
- Maintained and contributed to the internal knowledge base supporting staff efficiency.
- Trained and mentored new team members on procedures and protocols.
- Supported the troubleshooting of virtual desktop infrastructures (VDI) using VMware and Citrix.
- Operated and managed the troubleshooting of Tandberg/Cisco video conferencing systems and Avaya/Nortel network phone systems.
- Provided support for various EMR systems (Epic, Soarian, Touchworks, etc.)
